Assistant Manager / Manager, Client Service
Manulife — Singapore
Posted 2026-10-19
The Contact Centre Team Lead is responsible for leading and developing a team of customer service professionals to deliver exceptional customer experiences while achieving operational, quality and productivity targets. The role oversees day-to-day contact centre operations, manages performance, coaching and employee development, and ensures adherence to service standards, regulatory requirements and company policies. As a people leader, the Team Lead drives a culture of service excellence, continuous improvement and accountability through effective coaching, performance management and stakeholder collaboration. The role also supports operational transformation initiatives, including digital, automation and AI-driven improvements, to enhance customer experience, productivity and business outcomes Position Responsibilities: Lead the day-to-day operations of the assigned contact centre team and ensure customer enquiries are handled accurately, professionally and within agreed service standards. Set clear team goals, communicate priorities and monitor performance against service level agreements, quality standards and operational targets. Conduct regular one-to-one coaching, team huddl